Delivery Experience Customer Service Specialist, UAE National

Description

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist to join our Middle East Customer Service team, who will play a key supporting role to improve Delivery Experience (DX) and reduce customer effort.

The Program Specialist will be a key member of the DX team and will engage with stakeholders on a regular basis to help us achieve our goals.

The successful candidate will be based at Dubai (United Arab Emirates) office.

Key job responsibilities

• Identify Delivery Experience improvement opportunities and work end to end till fix.
• Deep dives and completes root cause analysis of delivery outliers and trends and drives resolution of issues to closure.
• Able to balance dive deep and insights generation skills to drive structural fix.
• Able to influence stakeholders without authority to drive changes programmatically.
• Report DX project metrics, status updates and track own goals.
• Drives voice of the customer mechanisms to surface and address customer pain points on a continuous basis.
  
  

Basic Qualifications

• Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
• Bar-raising stakeholder management and organization skills. Track record of working with senior stakeholders.
• Ability to get hands dirty in the detail but can also see the bigger picture.
• Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.
• Confident creating reports for leadership consumption.
• Ability to take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
• Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
• Data-driven decision making and deep dive skills, including SQL.
• Advanced skills with MS Word and MS Excel.
  
  

Preferred Qualifications

• Background in ecommerce, retail or consulting industries.
• Experience coordinating delivery of customer experience, process improvement or cost savings programs.
• Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
• Experience establishing and consolidating program delivery metrics and status reports.
• Experience with project or program management tracking and planning tools.
  
  
  

Company - Q-Express Documents Transport - G25

Job ID: A2662668